We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 125400 results
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Decision Reference DRN-5053563
25 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5053563 The complaint Ms S complains that Monzo Bank Ltd (Monzo) won’t refund money she lost in a job scam. What happened What Ms S says: Ms S was looking for more work while she was on maternity leave – to top up her income. She was contacted by a person who said he was from a recr... (6 pages)View decision -
Decision Reference DRN-5058912
25 Oct 2024 Chubb European Group SE UpheldInsuranceDRN-5058912 The complaint Miss D’s complaint is about the refusal of a claim under her mobile phone insurance policy with Chubb European Group SE. What happened In October 2023, Miss D contacted Chubb to make a claim under her policy as her phone was cracked and faulty. Chubb said the I... (5 pages)View decision -
Decision Reference DRN-4725603
25 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4725603 The complaint Mr R complains that Revolut Ltd (“Revolut”) won’t refund the money he lost as part of a scam. What happened The background to this complaint is well known to both parties, so I’ll only refer to some key events here. In 2023, Mr R saw an advert in which a well-k... (6 pages)View decision -
Decision Reference DRN-4972978
25 Oct 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4972978 The complaint Mrs A has complained about the way Astrenska Insurance Limited (trading as Collinson Insurance) handled a claim she made on a travel insurance policy. What happened Mrs A was unfortunately the victim of a robbery whilst abroad and so she made a claim on the po... (3 pages)View decision -
Decision Reference DRN-5103083
25 Oct 2024 People's Administration Services Limited UpheldPensions and AnnuitiesDRN-5103083 The complaint Mr R has complained about a transfer of his B & C E Financial Services Limited (B&CE) personal pension to a small self-administered scheme (SSAS 1 ) in April 2015. Mr R’s SSAS was subsequently used to invest in overseas commercial property developments.... (12 pages)View decision -
Decision Reference DRN-4791472
25 Oct 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4791472 The complaint Mr W complains about not being able to early terminate a motor hire agreement he had with Santander Consumer (UK) Plc (SCUK). Mr W has referred to a change in his circumstances, brought on by a medical condition, and is unhappy that SCUK will not allow him to e... (3 pages)View decision -
Decision Reference DRN-4790660
25 Oct 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4790660 The complaint Mrs L complains about a hire purchase agreement she had with Startline Motor Finance Limited (Startline). Mrs L is unhappy that Startline has applied sums when she sought to voluntary terminate her hire purchase agreement and also added a default to her credit ... (4 pages)View decision -
Decision Reference DRN-4734624
25 Oct 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4734624 Complaint Miss D has complained about the quality of a car which Stellantis Financial Services UK Limited (trading as “Vauxhall Finance”) supplied to her through a conditional sale agreement. Background In August 2022, Vauxhall Finance provided Miss D with finance for a use... (4 pages)View decision -
Decision Reference DRN-5104983
24 Oct 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5104983 The complaint Mr and Mrs M complain that Liverpool Victoria Insurance Company Limited (‘LV’) unfairly rejected a claim under their buildings insurance policy. Both Mr and Mrs M are named policyholders on their LV policy, so any claim or complaint is brought by them both. But... (4 pages)View decision -
Decision Reference DRN-5028243
24 Oct 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-5028243 The complaint Ms D complains Starling Bank Limited won’t refund the money she lost to a scam. What happened Ms D was approached on a business-focussed social media platform by a company, F, promoting a work opportunity. On 30 October 2022, she signed a six-month contract wit... (6 pages)View decision
